I have been trying to change my user role to primary user since I am the only one alive in this house

I've been trying to change my user role. I have been on the phone I have been on the direct messaging I have been on the live chat I spent from 6:00 till 8:00 the day before yesterday simply trying to do it I spent an hour earlier doing it and I just spent an hour just a little bit ago trying to get it done the last gentleman couldn't get the link sent to me to change it he said that I'm listed as primary and manager on my end it just says manager but he gets an error when he tries to send the link. Which is the same thing I get when I go online and try to change it online. Then there's the issue of I'm trying to downsize my internet package I do have the confirmation number but I don't have the email that you usually get right afterwards. I don't know what's going on with Xfinity but ever since they started outsourcing and taking down all of the local offices it's gone downhill anyway that's all I wanted to say